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Senior Supporter Care Officer

4 months ago

Kingston upon Thames, United Kingdom VSO Full time

VSO is looking for a **Senior Supporter Care Officer**
- **Permanent, full time**:

- **Partly office based, partly home working**

VSO is the world’s leading international development charity that works through volunteers to create a fair world for everyone. At VSO we pride ourselves on doing development differently. We fight poverty not by sending aid, but by working through volunteers and partners to create long-lasting change in some of the world’s poorest regions. We bring key stakeholders together to co-ordinate collective action, from local organisations to national governments. Our programmes in Africa and Asia focus on health, education and livelihoods, with an increasing emphasis on resilience, peace building, social accountability, gender and social inclusion. We’re not about delivering quick fixes, but instead we focus on long-lasting, sustainable change that will improve the lives of generations to come.

At VSO our supporters are vital to our work and at the heart of everything we do. We have a brilliant, innovative and creative Supporter Care Team who make a key contribution to the success of VSO’s volunteer recruitment, fundraising and public engagement in the UK. We are a friendly and supportive team; we are small but play a big role.

It is an exciting time at VSO, we are looking to grow our income and inspire long term support. To help us achieve our ambitions we are looking for a new **Senior Supporter Care Officer** to join us who will be a key part of our team, delivering exceptional care and stewardship to VSO supporters, ensuring they feel valued, inspired and continue to support our work.

A lifelong involvement with VSO begins when a supporter first contacts our Supporter Care team. So, whether processing income, thanking supporters, maintaining our database, developing processes and procedures, or answering enquiries across multiple channels you will be vital to our success.

You will play a vital role processing and reconciling our income and maintaining the accuracy of our database (Raisers Edge). You will have significant database experience and a strong knowledge of gift administration processes (including gift aid). A strong attention to detail you will also enjoy delighting and communicating with supporters, donors and colleagues at all levels.

You will have considerable experience of collaborating across fundraising teams to ensure excellent care and stewardship to demonstrate the impact of VSO vital work around the world. You will work enjoy responding to enquiries and feedback about our work across multiple channels including social media. You will be passionate about our work and willing to go the extra mile to delight and inspire support.

You live within reasonable travel distance from Kingston. Some of your work can be delivered remotely, working from home. Other tasks require you to work alongside your team members in VSO’s Kingston office, 2-3 days per week on average.

**Responsibilities**

Manage the Supporter Care Coordinator Team
- Managing performance and deliverables, through regular supervision sessions/ operational 1:1. Cultivating a strong team working environment, through regular team meetings and activities. Developing training resources to meet requirements.
- Develop reports to track and monitor workload, deliverables, and volumes of enquiries, sent Thank You letters, ANLs, etc., ensuring SLAs are achieved.
- Coach, train, and mentor team members in procedures and practices maintaining the highest level of stewardship and compliance.
- Develop and implement training and induction plans for new starters

Deliver Supporter Care objectives, income processing, and progress reporting
- Ensure effective gift and income administration (UK and Ireland), processing VSO’s income in an accurate and timely way, and ensuring compliance with best practices and VSO procedures.
- Ensure effective administration of Direct Debit claims (UK and Ireland) meeting all rules and regulations.
- Lead on gathering information and completing our Annual Fundraising Regulator return and Annual Report ensuring this is consistent with information in VSO’s Annual Report.
- Manage the complaints process, ensuring all complaints are logged, actioned, and escalated as appropriate. Ensure all feedback (complaints, compliments, and comments) is recorded and used to support fundraising colleagues. Collecting and disseminating hard and soft intelligence, information, and feedback to relevant colleagues.
- Ensure all enquiries are responded to and handled in a professional and timely manner to the highest level of stewardship.
- Provide “expert” advice and information in response to queries, resolving, troubleshooting, and fixing issues that arise quickly and efficiently

Learning & Development
- Develop, implement, and review processes and procedures for gift administration and stewardship that deliver across all campaigns, activities, and channels (UK and Ireland) to ensu